Re: File # RUS-6254755
Farmers New World Life Insurance Company
Attn: Helen Stresnak, CPCU
Dear Ms. Streshank,
Thank you for your quick attention to our case. If I had gotten such a timely response from either my agent or Farmers Insurance this would have never come to your attention.
As soon as I had contacted you, I had called the main number for customer support to let them know that I had filed for assistance with your office. They assured me that premiums were no longer going to be deducted from either my wife?s or my account and that her refund check had already gone out. They said that mine was delayed for some reason and they were still reviewing my case. Right after this I got a DHL envelope with the premiums that were deducted after my stated wishes to cancel my policies as well as the pro-rating related to the earlier change in billing cycle that they had previously withheld and that also lead to the additional problems in their customer service.
I understand that this case was about their giving money back and they may not have been as equipped to do this as they are to taking money in, however this whole experience shows me the difference between ?talking? customer service and providing it. I am pleased to inform you that since contacting your office they had been quick to provide what I had originally asked. When I think of how many months I had been loyal in paying the premiums for both my wife and myself it makes me sick that they would have put just a few dollars ahead of providing the same service they were forced to anyway.
Thank you for your attention. I hereby withdraw my request for your assistance on behalf of my wife and myself.
Dan & Ljubov Fleury
Pros: Can't think of any
Cons: Poor customer service, customer comes second next to personal business decisions